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Independent Health Complaints Advocacy London Borough

London Borough of Ealing

This public procurement record has 5 releases in its history.

Award

22 Sep 2026 at 11:32

UK7 - Contract Details Notice
Award

29 Jan 2026 at 12:12

UK6 - Contract Award Notice
Tender

23 Oct 2025 at 13:27

UK4 - Tender Notice
PlanningUpdate

18 Aug 2025 at 16:11

UK2 - Preliminary Market Engagement Notice
Planning

18 Aug 2025 at 15:45

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

The London Borough of Ealing procured an independent healthcare complaints advocacy service for people in Ealing. The stand-alone service supports individuals through complaints procedures for health and social care services and helps them seek resolutions about the care or treatment they receive. The work is a health and social care service covering guidance, counselling, welfare support and complaints advocacy. Delivery is in London, within the London Borough of Ealing. The requirement was arranged as a single service covering the full scope, rather than separate lots. It is a light-touch public service requirement and is suitable for small and medium-sized enterprises and voluntary, community and social enterprises. The buying organisation is Ealing Council, which requires an independent provider able to support individual complainants and navigate health and social care complaints processes.

This procurement is complete: the contract was awarded to Hammersmith & Fulham Association for Mental Health on 21 January 2026 and signed on 22 September 2026. The active contract runs from 22 September 2026 to 31 March 2029, with a two-year extension option to 31 March 2031. The awarded value is £252,085 excluding VAT and £302,502 including VAT. The procurement was a below-threshold open competition. Bids closed on 19 November 2025 at 15:00 UTC, with enquiries closing on 12 November 2025 at 15:00 UTC. Evaluation weighted quality at 60% and price at 40%. Seven bids were received, all from SMEs. The contract also allows demand-led purchasing of additional complaint cases as required.

This award shows a recurring requirement for an organisation that can provide independent advocacy for people making complaints about health services and social care. A credible competitor would need experienced advocates who can explain complaints procedures, support individuals through them and help pursue resolution about care or treatment. It would need the operational capacity to handle individual cases on a demand-led basis, including additional cases when required, while maintaining consistent quality across a public-facing service. Knowledge of health and social care systems, complaint-handling practice, safeguarding and work with vulnerable people would be commercially relevant capabilities for this buyer. The procurement also demonstrates that Ealing considers both SMEs and voluntary, community and social enterprises suitable providers, and that quality carries greater evaluation weight than price.

How relevant is this notice?

Notice Information

Notice Title

Independent Health Complaints Advocacy London Borough

Notice Description

Ealing Council wishes to procure an Independent Healthcare Complaints Advocacy service which will be a stand-alone service to provide support to individuals to go through the complaints procedures for health services and social care services and to assist them in finding a resolution to their complaints about the care or treatment they receive.

Lot Information

Lot 1

Renewal: 1 option to extend for up to 2 years.

Planning Information

Premarket engagement runs from 18th August to 5th September 2025.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0589f9
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/089532-2026
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Below threshold - open competition
Tender Suitability
SME, VCSE
Awardee Scale
Large, SME

Common Procurement Vocabulary (CPV)

CPV Divisions

85 - Health and social work services

CPV Codes

85000000 - Health and social work services

85312300 - Guidance and counselling services

85312310 - Guidance services

85312320 - Counselling services

85312400 - Welfare services not delivered through residential institutions

85320000 - Social services

Notice Value(s)

Tender Value
£300,000 £100K-£500K
Lots Value
£300,000 £100K-£500K
Awards Value
£252,085 £100K-£500K
Contracts Value
£252,085 £100K-£500K

Notice Dates

Publication Date
22 Sep 20261 months ago
Submission Deadline
19 Nov 2025Expired
Future Notice Date
1 Oct 2025Expired
Award Date
21 Jan 20269 months ago
Contract Period
22 Sep 2026 - 31 Mar 2029 2-3 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
London Borough of Ealing
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
W5 2HL
Postcode Area
West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI7 Outer London - West and North West
Small Region (ITL 3)
TLI73 Ealing
Delivery Location
TLI73 Ealing
Local Authority
Ealing
Electoral Ward
Ealing Broadway
Westminster Constituency
Ealing Central and Acton

Supplier Information

Number of Suppliers
1
Supplier Name

Hammersmith and Fulham Association for Mental Health

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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